Call Analyst Resume Samples

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M Ebert

Madalyn

Ebert

56177 Leonor Vista

Phoenix

+1 (555) 543 3601

56177 Leonor Vista

Phoenix

Phone

p +1 (555) 543 3601

Experience Experience

Dallas, TX

Call Centre Analyst

Dallas, TX

Torp-Kerluke

Dallas, TX

Call Centre Analyst

Monitoring of fault management systems and interfaces, identifying and creating faults when necessary
Providing service teams with admin and reporting support where necessary
Liaise with local service team in creation of new sites added to maintenance contracts and upload onto fault management system
Desk audits, this mandatory to ensure working space is safe
Call logging & email handling from internal and external customers, including members of the public
Liaise with IT and ensure all system issues are reported within good time
Take responsibility for an amount of customers and ensure all faults and contract documentation is update and relevant

San Francisco, CA

Call Recording Analyst

San Francisco, CA

Lueilwitz, Beier and Swift

San Francisco, CA

Call Recording Analyst

Diagnoses and resolves complex network operating problems with technical assistance from vendors, common carriers, and technical IT management
Monitors system performance, troubleshoot outages, and manages vendors to ensure optimal system performance
Work with senior business management to create business cases, cost basis analysis, and ROI models for major telecom capital expenditures
Directs and performs installations of telecommunications/network and test equipment
Participates in the design and maintenance of telecommunications networks; resolves complex network operating problems
Analyzes performance of telecommunications network including usage, load patterns, and systems responses
Drive improvement in efficiency, optimization and knowledge transfer as well as programming and troubleshooting any/all issues as they arise

present

Los Angeles, CA

Call Rtg & Sched Analyst

Los Angeles, CA

Armstrong Group

present

Los Angeles, CA

Call Rtg & Sched Analyst

present

Resolve escalated issues and requests from site management and provide root cause analysis of SLA deviations
Work with business as a team, provide analysis and suggestions as and when we foresee the risk of meeting the Intraday productivity goals
General knowledge of procedures and activities within own work area
Focused on learning the key aspects and duties of the job being performed
Deliver net-staffing and schedule adjustments recommendations
Create and deliver reports that track key data and metrics that support the business unit
Establishes approaches for completing assignments

Education Education

Bachelor’s Degree in Business

University of Virginia

Bachelor’s Degree in Business

Skills Skills

Strong communication and relationship building skills and able to manager relationships virtually
Possess the ability to drive multiple competing priorities in a fast past environment
Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint
Attention to detail
Ability to prioritize projects and work in team environment
CMS (Call Management System)
Goal orientated
Property Management System
NAVIS experience helpful
Past call center or auditing experience a plus (1+ years)

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11 Call Analyst resume templates

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Call Quality Analyst Resume Examples & Samples

Use data from call monitoring and Speech Analytics system, and Voice of the Customer (surveys, complaints and escalations) to conduct trending and root cause analysis. 55%
Create reporting and presentations - produce analysis and reports that translates to relatable story for multiple level audiences and includes actionable and measurable insights. 20%
Develop and Maintain relationships within Quality, Process and Learning team, and with strategic business partners 15%
Complete call evaluations 10%
Experience building reports and analyzing data
Prior experience working in system analytics and or data warehousing environment
Ability to present data in reports and create effective presentations for multiple level audiences
Previous experience working in Verint or other Call Monitoring system
Possess the ability to drive multiple competing priorities in a fast past environment
Goal orientated
Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint
Ability to prioritize projects and work in team environment
Strong communication and relationship building skills and able to manager relationships virtually
Experience with call monitoring system is preferred

Workforce Management Call Routing Analyst Resume Examples & Samples

This position will be responsible for working with enterprise telecommunications team to ensure proper creation of and evaluating/modifying current call routing and will provide ongoing analytical support for the Sales team. The WF Analyst will work as a liaison for Sales with IT for all phone and call routing issues and needs. Includes but not limited to: troubleshooting, research, tracking, communication and follow up with Sales leaders
Define and Implement regular communications with Sales Management staff to identify Best Service Routing recommendations, challenges and opportunities
Development and Project Manage all new Call Routing Logic in order to meet business needs to achieve optimum Key Metrics for the Regional Inbound Sales Centers
Maintain and support current routing logic models in order to provide continuous optimal call management within Sales
Partner with Reporting in order to maintain real-time updates to routing and New Logic (VDNs) and validate all volume reporting accuracy
Evaluation of existing call routing to identify call flow issues and determine where adjustments are needed
Maintenance and support of Workforce Management Software (ETS and CMS)
Be a team trainer/mentor for workforce team for all call routing and troubleshooting training
Must have experience with understanding complex systems and databases
Must have advanced level experience with Microsoft Excel and Access
Experience and understand concepts of MSO's products and services, billing system and Cognos reporting tool is preferred
Must have excellent verbal and written communication, organizational and human relations skills
Must be able to manage multiple projects simultaneously in a fast paced changing environment
Must be able to work independently, proactively identifying and prioritizing work
Must have experience with reporting development and implementation
Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks
Demonstrated ability to develop, document and maintain operational policies and procedures, including detailed process flows, metric standards and reports
Must be a self-motivated problem-solver with the ability to work with minimal supervision in a team-oriented environment
Must have strong problem solving capabilities
Quick learner and ability to embrace new processes and procedures with minimal guidance
Bachelor’s degree in business or related field and three years related experience; or equivalent combination of education and experience required
Minimum 2 years of planning and analysis required in a call center environment required
Experience with Avaya CMS software and work force management tools is required

Call Recording Analyst Resume Examples & Samples

Execute the Company's strategies and support overall Divisional architecture
Ensure best practices specific to in-depth knowledge of how NICE's application solutions work in conjunction with AVAYA and eWFM suite
Drive improvement in efficiency, optimization and knowledge transfer as well as programming and troubleshooting any/all issues as they arise
Provide accurate reporting metrics from tool
Move/Add/Change/Delete process including user administration
Perform daily, weekly and monthly maintenance activities
Utilize test tools and equipment to isolate troubles
Keep architecture documentation current and review & update all documentation for quality, accuracy, content and consistency
Perform regular security monitoring to identify possible intrusions and apply necessary patches in compliance with Company standards
Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities
Participates in the design and maintenance of telecommunications networks; resolves complex network operating problems
Diagnoses and resolves complex network operating problems with technical assistance from vendors, common carriers, and technical IT management
Analyzes performance of telecommunications network including usage, load patterns, and systems responses
Participates in topology design for new or modified systems, including the analysis of parameters such as timing responses, recovery capabilities, automatic diagnostics, and redundancy capacity
Directs and performs installations of telecommunications/network and test equipment
Work with senior business management to create business cases, cost basis analysis, and ROI models for major telecom capital expenditures
Develops work instructions, procedures, and policies in support of company requirements
Directs project teams in completing projects
Monitors system performance, troubleshoot outages, and manages vendors to ensure optimal system performance
Leads Vendor Management: meets with vendors to understand new technologies, works with vendor to resolve complex or high priority issues, and works with vendor to obtain quotes for purchasing / procurement process

Senior Call Volume Management Analyst Resume Examples & Samples

Setup/Configuration/Tuning of Aspect system in order to maintain accurate volume forecasts
Demonstrates thorough understanding of Genesys and/or Avaya telephony solutions
Understanding call center dynamics and strategies in managing resources on and off phone based channels
Managing off-phone requests, voluntary time off scenarios, overtime requirements, and unplanned absences
Effective communication strategies for keeping call center agents updated with changes
Ability to identify activity patterns to determine agent trends and actions to identify anomalies or focus areas
2+ years experience
Training or professional work in business analytics
Aspect and Genesys solutions is preferred
Use of statistical or other mathematical applications used for trend analysis and logistics

Analyst, Call Loans Resume Examples & Samples

Ensure the integrity and accuracy of the general ledger, including initiating accounting entries, completing reconciliations and providing financial attestations
Ensure appropriate accounting policies and best practices are followed
Deliver robust business and process controls to help ensure the reliability of financial statements with proactive identification and management of existing and emerging issues
Provide assistance with system upgrade and release testing
Identify and recommend automation opportunities and implement agreed upon process changes

Margin Call Analyst Resume Examples & Samples

Perform daily margin processing such as data checks, margin call process, limit usage monitoring, and asset transfer
Ensure that margin calls are issued prior to the deadline agreed with business units
Perform various control activities; Issue margin calls and work with Sales and Risk Management to ensure clients meet their margin calls in a timely manner
Analyze and understand complex portfolios and trading strategies
Facilitate client portfolio analysis on new and existing clients
Respond to inquiries from sales/sales assistants on collateral activities
Escalate issues, risks, achievements in a timely and effective manner
1-2 years' experience in investment banking operations (preferably margin)
Ability to understand difficult trading strategy and pick up margin concept fast
Good investment product knowledge
Strong in building relationship with stakeholders
Prepared to work in a dynamic, fast paced, deadline driven environment
Good knowledge of Microsoft Office applications

Cac-call Quality Analyst Resume Examples & Samples

Create, lead, and implement quality initiatives to ensure Patient Experience goals are met
Actively seek and maintain subject matter expertise of contact center program in order to fairly access calls
Daily monitoring of inbound and outbound contacts for quality and process adherence
Document contact quality results in standard scoring forms and provide feedback to agents, supervisors, and call center manager as required
Compile and track performance at team and individual levels
Communicate program changes, issues and trends
Prepare and analyze quality assurance reports and trending information for QA and Business management
Create job aids and facilitate practicum scenarios/sessions for training purposes
Coordinate and facilitate call calibration sessions
Provide ad hoc training and quality updates for continuous improvement
Prepare quality program reports for quality trending and analysis
Create a positive work environment that is flexible, adaptable, and team-based
Provide and receive constructive feedback to encourage team building
Excellent analytical, communication, and writing skills, with emphasis on attention to detail
Ability to analyze data, create plan for behavior change, and consult Management Team to facilitate implementation
Expertise in standards of contact center excellence
Excellent organizational, prioritization, and follow-through skills
Proactive in identifying and addressing issues
Ability to take initiative and meet deadlines
Aptitude for learning and utilizing various other software tools as needed
Bachelor’s degree or equivalent business experience required
Minimum of 3 years of Quality Assurance experience, in a call center environment
Well-organized and self-directed
Ability to develop new hire and refresher/ongoing training programs and methodology

Genesys Call Routing Analyst Resume Examples & Samples

Consult with Business teams to understand basic requests, providing solutions and business requirements that solve the need
Strong experience with Genesys Call Routing Platform OR Aspect/UIP
Ability to troubleshoot most complex issues around Genesys configuration and/or call routing logic
Technical and process expert. Must be able to explain technical detail and provide guidance to internal stakeholders
Detail oriented and technically savvy

Genesys Call Routing Analyst Resume Examples & Samples

Identify call routing capabilities and develop road maps required to support evolving business and operating models
Design, build, document, test, implement and maintain Genesys Call Routing configuration, and business routing logic and strategies for multiple business
Train and develop team members on core call routing system functionality, controls process, triage and incident management. May manage a team of Technical Specialists
Backup 24x7 on-call support for call routing issues on a rotating basis
5+ years technical and call routing background supporting high volume, multi-site Contact Centers preferred
Advanced experience with Genesys Call Routing Platform OR Aspect/UIP
Ability to troubleshoot any complex issues around Genesys configuration and/or call routing logic
Proven program leadership and strategic thinking is required

Call Quality Analyst Resume Examples & Samples

Audit incoming calls to ensure accuracy
Make corrections to mismarked calls
Provide unbiased feedback to management team
Effectively navigate web based software applications
Analyze, document and report trends
Manage agent compliance
Identify issues and opportunities
Compare data from multiple sources to draw conclusions
Use effective approaches for choosing a course of action or developing appropriate solutions
CMS (Call Management System)
Property Management System
NAVIS experience helpful
Past call center or auditing experience a plus (1+ years)

Call Rtg & Sched Senior Analyst Resume Examples & Samples

Develops scheduling analysis based on forecast outlooks and general scheduling scenarios as requested by management
Provides schedules for contact centers to ensure maximum performance
Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability
Forecasts daily contact and technician availability
Maintains target service levels
Distributes contacts to contact centers, based on forecast volumes and guidance from management while maximizing service level performance
Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages
Responds to contact center routing and tool outages and other business continuity and recovery (BCRP) events

Call Rtg & Sched Senior Analyst Resume Examples & Samples

Provides regular service level and performance/productivity metrics reporting
Continuous business engagement to drive and maintains targeted service levels
Performs as team lead for driving productivity and effective inbound volume planning and allocation
Handles escalations and account management to quickly resolve difficult cases
Monitors queue to determine appropriate resource allocation to meet service level goals
Initiates Business Process Improvement level projects within the team to drive process improvements
Analyzes data and assesses opportunities for improving performance while driving efficiencies
Provides consultation or expert advice to management
Advanced knowledgeable of Dell’s queue structure, products, and service offerings
Excellent knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing
Ability to relate actual day-to-day work to business priorities. Focused on learning the key aspects and duties of the job being performed

ECC Call Analyst Resume Examples & Samples

Provide assistance to call manager in driving resolutions of incidents and act as backup if Call Manager must leave the call
Capturing and record data related to incident identification, troubleshooting and resolution
Perform research/analysis to identify support teams needed, assist with impact analysis
Gather/provide updates from/to multiple lines/conference bridges
Provide information on resolution activities/status/impact to communication team
When not involved in the incident call

Call Rtg & Sched Senior Analyst Resume Examples & Samples

Minimum 6-8 years of relevant experience or equivalent combination of education and work experience
Advanced skills in MS Excel and knowledge in other CCO Related tools (e.g. CMS)
Teamwork and collaboration as well as the ability to operate individually and with minimal direction
Excellent communication and presentation skills - written and oral
Other Asian languages (e.g. Mandarin, Japanese, Korean, Hindi) is a plus
Strong knowledge of MS Office applications (MS Access, MS Powerpoint, Visio, MS Excel
Experience in administrative support for email and chat is an advantage

IT Call Centre Analyst Resume Examples & Samples

Fluent spoken and written German, Finnish, Swedish, Italian or Polish
Basic understanding of IT
Good Time management skills
Excellent Telephone manner
Fast paced and proactive nature

Call Ctr Analyst Assoc Resume Examples & Samples

Develops and maintains user profiles/I.D.s. for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes)
Administrator of the Workforce Management System to forecast and produce schedules and show adherence for Customer Service Representatives for the Call Center
Provides training to Customer Service Reps./Management on software and statistical data
Works with outside telecommunications companies/vendors to assist Senior Data Analyst with Adds/Moves Changes as needed
Minimum one (1) year of call center experience
College level coursework in statistical analysis, communications, and/or management, or a combination of coursework and work experience preferred
Workforce Management experience, scheduling, real-time adherence　
EWFM System knowledge

Call Rtg & Sched Analyst Resume Examples & Samples

Knowledge of basic principles, methods, technologies and practices of a professional/technical field
Apply a basic understanding of the underlying principles of a professional discipline -typically obtained through formal study
General knowledge of procedures and activities within own work area
Applies research, information gathering and analytical skills
Tracks, maintains and produces regular and ad hoc reports
Handles detailed, structured problems
Identifies roadblocks to task completion and effectively brings them to management for resolution
Generally uses existing procedures to resolve standard problems
Works on assignments where judgment is required a majority of the time
Establishes approaches for completing assignments

Call Centre Analyst Resume Examples & Samples

Working with local service teams to mobilise appropriate responses to high priority, high profile incidents and emergency responses
Ensuring that all faults are reported and despatched appropriately to support high levels of operational productivity
Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment
Call logging & email handling from internal and external customers, including members of the public
Take responsibility for an amount of customers and ensure all faults and contract documentation is update and relevant
Monitoring of fault management systems and interfaces, identifying and creating faults when necessary
Providing service teams with admin and reporting support where necessary
Participate in PMP’s, 121, team brief and team meetings
Achieve business and local targets set by team leader
Follow daily schedules to ensure operation of SOC tasks are completed and acknowledged
Liaise with IT and ensure all system issues are reported within good time
Cover the main reception desk when necessary
Liaise with local service team in creation of new sites added to maintenance contracts and upload onto fault management system
Desk audits, this mandatory to ensure working space is safe

Call Rtg & Sched Analyst Resume Examples & Samples

Provide RCCO and scheduling support to Care teams
Creation of agent schedules including training and meeting schedules
Intraday queue monitoring to ensure execution to plan
Report intraday schedule adherence and attendance
Deliver net-staffing and schedule adjustments recommendations
Create and deliver reports that track key data and metrics that support the business unit
Ensure to meet timeliness with utmost accuracy on the reports sent to the stakeholders
Ensure closures on all the requests sent by the business leaders
Resolve escalated issues and requests from site management and provide root cause analysis of SLA deviations
Communicate identified intraday risks to CCO leadership and business leaders
Work with business as a team, provide analysis and suggestions as and when we foresee the risk of meeting the Intraday productivity goals

Call Analyst Resume Examples & Samples

Answers incoming calls in a timely manner from detention facilities and individuals
Quickly establishes rapports with callers, asking probing questions to identify concerns, and applies knowledge of immigration enforcement/detention functions to assess the caller's concerns
When a case meets ICE criteria collects and logs all relevant information about the caller's concerns
Refers those cases meeting ICE criteria to ICE employees for review
Requires the ability to be granted a Suitability Background Investigation
Fluency in English and Spanish is required - must be able to read, write and converse in both Spanish and English
Excellent reading comprehension, writing and communication skills
Experience responding to requests for information, searching automated systems for data and collecting information from callers
Must be able to work between 5:00 am and 5:00 pm Monday - Friday
A Bachelor’s Degree and 2 years related experience; or an Associate’s Degree and 3 years related experience; or a high school diploma and 5 years related experience

Call Analyst Resume Examples & Samples

Prior help desk, office management, senior administrative, or equivalent experience
Experience with call (incident) tracking software such as Siebel, Clarify, SAP, Remedy or equivalent
Comfortable with technology and a technologically complex environment

Call Centre Analyst Resume Examples & Samples

Experience of working in a team environment is essential
Good attention to detail along with the ability to remain calm when working under pressure is essential
PC skills are essential and ideally experience of using Outlook, Word and Excel is desirable
Previous administration and co-ordination experience is desirable
Customer facing experience is desirable

Local Call Analyst Resume Examples & Samples

Demonstrated ability to handle multiple assignments competently, accurately and efficiently
Experience with forecasting is preferred
Communicates well with all levels within the department and the company

Quality Analyst, Call Centre Resume Examples & Samples

Monitor and score both inbound and third party contacts. Includes, phone, email, chat and other social media channels
Set up and conduct coaching and calibration sessions with all Team Leader
Ability to work cohesively with all employees and management teams
Ability to identify both positive aspects and areas of improvement in customer interactions for individual coaching and overall call center improvement
Provide feedback to Manager, both strengths and opportunities to enhance the training and quality assurance program
Identify emerging issue, process and skill gaps within the Customer Care team for knowledge and training improvements
Update and maintain call quality metrics and evaluation processes when required
Ability to make decisions, recommendations and act upon them
Assist the Senior Manager to continuously improve Call Quality that will enhance and manage Customer Experience
Available to work rotating shifts including weekends, evenings and statutory holidays when required
Provide trending analysis for quality data
Adhere to all applicable health and safety regulations, both legislatively mandated and as outlined in company policy
Other duties as requested by Manager, Director or Vice President
Minimum two years’ experience within a Call Centre environment
Post-secondary education is required
Strong communication both verbal and written and interpersonal skills required
Intermediate technical competence with MS Word, Outlook, PowerPoint and Excel is required
Computer literate with the ability to utilize skills for other technologies available within the role, such as Quality Monitoring tools and technology
Strong team and customer service orientation required
High level of accuracy and attention to detail with excellent follow up skills
Previous retail and/or Call Centre experience a definite asset
Able to manage self-directed learning

Call Rtg & Sched Senior Analyst Resume Examples & Samples

Analyze/Review contact center trends, including call volumes, call patterns, staff productivity, attrition rates, resource allocations and trend analysis
Interlock with internal and/or external customers by managing and coordinating operational activities within the contact center
Strong analytical and problem solving skills to identify and present problem analysis and recommend solutions in a creative and logical manner
Communicate identified risks to CCO Leadership, Business Leaders
Work with Business as a team, provide Analysis and suggestions as and when we foresee the risk of meeting the Productivity Goals
Analyze/Report historical data with trends ensuring to meet timeliness with utmost accuracy on the reports sent to the stakeholders
Advanced Excel (including Pivot tables, Lookups, etc) and presentation skills (PowerPoint)
Structured approach towards problem solving
Writes accurately, clearly and concisely
Develops innovative and creative output based on interpretation and analysis that improve business performance and contribute to corporate goals and strategic intent
Competencies: Support Strategy, Innovates, Inclusive, Simplifies, Decides, Customer First, Personal Effectiveness, Engages Others
Graduate with 6 - 8 years of relevant work experience
BBA/BS or equivalent Management experience
Certification in Excel/SQL will be added advantage
SQL and Reporting Automation knowledge preferable